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Customer Service Sales

Kolkata, West Bengal, 700001, India
October 06, 2016

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pdated Date: Apr *, ****

*************BIKRAM DATTA






Key Skills

Banking Operations

Sales & Marketing

Customer Service

Strategic Planning

Branch Operations

AML (Anti Money Laundering)



Business & Revenue Growth

Enterprising leader & planner with a strong record of contributions in streamlining operations, invigorating businesses, heightening productivity, systems & procedures, targeting assignments in:

Banking Operations

Industry Preference: Banking / Financial Services

Profile Summary

* Result-oriented senior level expert, with experience in elevating and sustaining the branch position in the top performance for sales and operations growth of revenue as Branch Head

* Coordinated with the Retail Banking and Business Banking Team on a regular basis to ensure smooth business acquisition

* Successfully built a very strong & robust department, penetrated and retained the client base by focusing on wealth and asset products; turned around the Banc assurance business

* Approved new clients through due diligence procedures including the review of KYC documentation, public record research and AML procedures

* Attained branch sales targets in Liabilities Products, Third Party Products like Mutual Funds, Insurance and in Assets Products like Term Loans, CC /OD Limits, Working Capital Loans, Trade Finance, Agricultural Lending (under Priority Sector Advancing)

* JAIIB Banking Certified with experience in managing risk-based monitoring for unusual activity including detection, investigation, suspicious reporting to law enforcement agencies




58654951028065Since 2010

00Since 2010





13506451019175Since 2014

00Since 2014



Work Experience


Since Jan'14 India Infoline BPO, Kolkata as Customer Service Executive

Key Result Areas:

* Ensuring a high-quality customer experience, analyzing CSAT (Customer Satisfaction), elevating customer satisfaction, while adhering to the SLAs and work processes

* Monitoring agent calls, analyzing performance and providing valuable feedback as well as charting out action plans for improvement in quality and service standards

* Leading daily service delivery, continuous development and improvement of provider services in accordance with targets / objectives included in service plans


* Resolved customer query and providing FCR (first call resolution) within minimum TAT

* Ensured value added customer service to customers, giving information regarding various services and products offered and escalating satisfaction levels

* Assessed the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level

* Liaised with Process and Change Department to resolve operational issues as well as implementing new process & procedural changes


1991-Nov'13 Punjab National Bank as Branch Manager

Key Result Areas:

* Monitored portfolio performance of clients, ensured compliance with statutory requirements laid by acts governing banking regulations

* Arranged meetings with potential customers through cold calling for new business opportunities

* Managed all transaction processes and delivery of services; provided services to existing customers and managed all aspects of customer relationships

* Rendered wealth management, investment & insurance services (Life, General Insurance, Mutual Funds and Trading Accounts); interacted with key decision makers in various organizations for generation of new / additional business

* Identified opportunities by cementing relationships with existing clients to cross-sell Third Party Products (TPP)

* Resolved queries/ requests and issues of walk-in customers as per Service Level Agreements (SLAs); and achieved a Turnaround Time (TAT) of XX% as against the set benchmark of XX%

* Design and implement accounting systems and procedures, ensuring timely preparation of statutory books of accounts and finalization of year end statements. Manage the preparation & maintenance of accounting systems & financial statements including P&L Account and Balance Sheet, ensuring conformance to time, accuracy and statutory norms

* Manage & acquire the Preferred Banking Customers while establishing healthy business relations with clients & external associates for securing repeat business & long term customer loyalty and solving customer's queries & complaints

* Identify and quantify credit risks, implement measures to minimize risks within an independent decision unit to ensure an objective view and decision on credit request and credit exposure. Research the possible areas of business development to promote various financial products offered by the bank

* Coordinated with internal / external departments for smooth operations as per Know Your Customer (KYC) norms

* Managed customer service operations, ensured customer delight by achieving delivery & quality service in the shortest possible time

* Monitored database of High Net Worth Individual (HNI) customers; ensured adherence to service standards of the bank and regulatory compliance as laid down by the RBI and other regulatory authorities

* Perform overall retail lending operations including identification of potential customers, loan appraisal, loan sanction, documentation formalities and loan disbursal

* Managed and controlled general banking operations as required; monitor matters pertaining to Fund Transfers, DD, Client database updating, Foreign Currency Cheques while keeping track of the Branch GL

* Supervise RTGS, NEFT, Cash Management, Customer complaint resolution, Clearing and Transfers of cheques

* Implement service strategies according to the set targets controlling service deliverable as per given TAT

* Coordinate with audit team, responding to audit queries and ensuring compliance with audit report


* Monitored Current Account Savings Account (CASA) books with focus on ensuring that these accounts do not go dormant

* Generated referrals from the internal database; acquired clients through interacting with walk-in customers

* Discussed financial requirements and rendered sustained advisory services to personal and business clients

* Acted as a custodian for ATM cards & PINs, cheque books; issued welcome kits to new customers

* Monitored database of High Net Worth Individual (HNI) customers; ensured adherence to service standards of the bank and regulatory compliance as laid down by the RBI and other regulatory authorities


1985 B.Com. from Calcutta University, Kolkata

Personal Details

Date of Birth: 14[th] October 1964

Languages Known: English, Hindi & BengaliAddress : 428, Kalash Nagar, P.O: Bandel, Hooghly - 712123, Kolkata

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